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Warranty & Aftersales Policy

Effective date: 1 August 2026
Last updated: 1 August 2026

Table of Contents

1. About This Policy

This Warranty & Aftersales Policy explains the warranty, defective-on-arrival, delivery-damage, missing-accessory, repair, replacement, return and refund support available for products purchased directly from LetsGoSolar.

It applies to purchases completed through:

This Policy should be read together with our Terms of Service and the manufacturer's applicable warranty terms.

Nothing in this Policy excludes or limits a consumer right that cannot lawfully be excluded or limited under Nigerian law.

2. Who Provides the Warranty?

Products advertised with a two-year warranty are covered by a two-year limited manufacturer's warranty.

The commercial warranty is provided by the product manufacturer, not as a separate extended warranty issued by LetsGoSolar.

The applicable manufacturer and product-specific warranty terms will be identified on the relevant product page, invoice, warranty card or product-specific support record.

The manufacturer:

LetsGoSolar does not provide a separate commercial warranty unless expressly stated in writing for a particular product or promotion.

However, LetsGoSolar remains the seller of products purchased directly from us. The manufacturer's warranty is additional to any non-excludable rights or remedies available to the customer against LetsGoSolar under Nigerian consumer law.

3. Who Handles Warranty Claims?

The manufacturer handles and decides commercial warranty claims.

LetsGoSolar provides aftersales assistance by:

A customer who purchased directly from LetsGoSolar may begin the claim through LetsGoSolar. The customer should not be required to locate or contact an overseas manufacturer without support from us.

Where a claim also involves a statutory obligation of LetsGoSolar as the seller, LetsGoSolar will not avoid that obligation merely because the manufacturer administers the commercial warranty.

4. Warranty Period

The two-year manufacturer's warranty begins on the date the product is:

The delivery or collection date shown in the applicable delivery, pickup or order record will ordinarily be used as the warranty commencement date.

If that date cannot reasonably be established, the date shown on the LetsGoSolar invoice or sales record may be used.

A replacement product or component does not automatically begin a new two-year warranty period unless the manufacturer expressly confirms otherwise.

A repaired or replaced product will ordinarily remain covered for the balance of the original warranty period or any additional minimum period required by applicable law.

5. Products Covered

This Policy applies to products:

A warranty advertised for one product does not automatically apply to another product, free gift, cable, adapter or accessory.

The product page, invoice, packaging, warranty card or other written warranty information may contain product-specific conditions.

6. What the Manufacturer's Warranty Covers

Subject to inspection, diagnosis and the manufacturer's warranty terms, the limited warranty generally covers a manufacturing defect affecting the normal operation of the product during the warranty period.

Examples may include:

The existence of a problem does not automatically establish that the problem is a manufacturing defect. Coverage is determined after reasonable inspection and diagnosis.

7. Defective on Arrival

A product is treated as potentially defective on arrival, or “DOA,” where it has a material operational defect immediately after delivery or collection and before substantial use.

Examples include:

7.1 DOA reporting period

A suspected DOA problem should be reported within 24 hours after delivery or collection.

The customer should stop using the product where continued use could worsen the problem or create a safety risk.

The 24-hour period allows LetsGoSolar and the manufacturer to distinguish an arrival defect from damage or misuse occurring after delivery.

Failure to report within 24 hours will not automatically defeat a valid claim involving:

A claim reported after the DOA period may be processed through the ordinary warranty procedure.

7.2 DOA resolution

A confirmed DOA case may result in:

A replacement is not automatic until the reported fault has been reasonably verified.

8. Delivery Damage

Delivery damage means physical damage that occurred before or during delivery, including:

8.1 Reporting period

Visible or suspected delivery damage must be reported within 48 hours after delivery.

Where possible, the customer should:

The customer must not deliberately dispose of packaging or evidence after being asked to preserve it for an active claim.

The 48-hour period is intended to support a reliable courier investigation. It does not automatically remove a customer's rights where damage was concealed, could not reasonably have been discovered earlier or is otherwise subject to a non-excludable legal remedy.

8.2 Delivery-damage resolution

Where delivery damage is confirmed, LetsGoSolar may arrange:

LetsGoSolar will bear reasonable authorised transportation costs where the damage occurred before the product was delivered to the customer.

9. Missing or Incorrect Accessories

The customer should inspect the package promptly and compare its contents with:

A missing or incorrect accessory, including any item listed as part of the carton contents, should be reported within 24 hours after delivery or collection.

The claim should include:

An unboxing video is helpful but is not an absolute condition for every valid claim.

Where a listed accessory was omitted or the wrong accessory was supplied, LetsGoSolar will arrange an appropriate correction, which may include supplying the missing or correct accessory.

10. Adapters, Cables and Other Accessories

The main product's two-year warranty does not automatically mean that every included adapter, cable, connector, socket adapter or other accessory carries the same two-year warranty.

Accessories are covered as follows:

  1. Missing, incorrect or damaged on delivery: Covered under the reporting procedures in Sections 8 and 9.
  2. Defective on arrival: A supplied accessory that does not function on arrival should be reported within 24 hours.
  3. Manufacturer warranty: An accessory is covered for the period expressly stated by the manufacturer for that accessory.
  4. No separate period stated: Where the manufacturer does not expressly include the accessory in the two-year warranty, the accessory is not represented as having a separate two-year commercial warranty.

This does not remove any statutory right relating to an accessory that was defective, unsafe, materially misdescribed or unfit when supplied.

Accessory coverage does not ordinarily include damage caused by:

11. Battery-Capacity Degradation

Rechargeable batteries gradually lose usable capacity through age, charging cycles, temperature, storage conditions and normal use.

Normal battery-capacity degradation is not, by itself, a manufacturing defect.

The warranty does not guarantee that the battery will retain its original maximum runtime or original full capacity throughout the two-year period.

A battery claim may be eligible where diagnosis confirms:

A difference between an estimated website runtime and the customer's actual runtime does not by itself prove a battery defect. Runtime is affected by:

Battery diagnosis may require a controlled charging and discharge test.

12. What the Warranty Does Not Cover

Subject to applicable law, the manufacturer's commercial warranty does not ordinarily cover:

An exclusion will not be applied to avoid responsibility for an unrelated manufacturing defect.

For example, a cosmetic scratch does not justify rejecting a separate valid internal-component claim unless the evidence shows that the physical damage caused the internal failure.

13. Overloading and Appliance Compatibility

The product must be used within its stated:

The wattage printed on an appliance may not fully reflect its startup requirement.

The customer should confirm the startup and continuous power requirements of appliances such as:

Damage caused by exceeding a published limit is not covered by the manufacturer's commercial warranty.

Contact LetsGoSolar before use where compatibility is uncertain.

14. Water and Environmental Damage

Unless a product is expressly advertised with a specific water-resistance rating, it should be treated as not waterproof.

The commercial warranty does not cover damage caused by:

The product must be operated with adequate ventilation and kept away from open flames, excessive heat and direct environmental exposure.

15. Unauthorised Repairs and Modifications

Do not open, dismantle, modify or attempt to repair the product without written authorisation from LetsGoSolar or the manufacturer.

Unauthorised work may:

Commercial warranty coverage may be refused where an unauthorised repair or modification caused the reported problem or materially prevented proper diagnosis.

An unrelated claim should not be rejected solely because the product was previously examined unless the unauthorised work caused or contributed to the fault.

16. Proof of Purchase

A warranty or aftersales claim must normally include reasonable proof that the product was purchased from LetsGoSolar.

Acceptable proof may include:

The claimant should also provide the product model and serial number where applicable.

The absence of a printed receipt will not automatically defeat a claim if LetsGoSolar can reasonably verify the transaction through its records.

17. How to Submit a Claim

Submit a claim through:

Email: hello@letsgosolar.co
WhatsApp: +234 901 325 5928

Use the email subject:

Warranty Claim – [Order Number]

Provide:

  1. Full name;
  2. Order number;
  3. Telephone number used for the order;
  4. Product name and model;
  5. Serial number, where applicable;
  6. Delivery or collection date;
  7. A clear description of the issue;
  8. When the problem was first noticed;
  9. Connected appliances or equipment;
  10. The approximate connected load;
  11. Charging equipment used;
  12. Photographs or videos showing the issue;
  13. Photographs of any visible damage;
  14. Photographs of the serial number and labels;
  15. Proof of purchase; and
  16. Any troubleshooting steps already attempted.

Do not send the product to LetsGoSolar, the manufacturer or a repair centre until return instructions have been issued.

18. Evidence Required

The evidence required will depend on the claim.

We may reasonably request:

Evidence requests will be limited to information reasonably necessary to evaluate the reported issue.

The absence of an unboxing video does not automatically invalidate a genuine defect, delivery-damage or missing-item claim.

19. Initial Troubleshooting

Before collection or return, LetsGoSolar or the manufacturer may provide reasonable troubleshooting steps, including:

The customer should follow safe and reasonable troubleshooting instructions.

The customer is not required to dismantle the product, bypass safety features or perform an unsafe test.

20. Inspection and Diagnosis

Some claims cannot be decided through photographs, video or remote troubleshooting.

Where physical inspection is required:

  1. LetsGoSolar will provide collection, drop-off or shipping instructions.
  2. The product must be packaged securely with the requested components.
  3. The customer should not include unrelated personal items.
  4. The product will be inspected by the manufacturer, an authorised service provider or another appropriately qualified technician.
  5. The diagnosis will consider the reported fault, product condition, usage history and available technical information.
  6. The customer will be informed of the diagnosis and proposed resolution.

The inspection may determine that:

21. Repair or Replacement Decisions

The manufacturer ordinarily decides whether a covered warranty claim will be resolved by repair or replacement.

Relevant considerations may include:

A customer cannot require a brand-new replacement in every case where an effective repair is reasonably available and lawful.

However, LetsGoSolar and the manufacturer will not repeatedly impose an ineffective repair where the product continues to fail.

Where the same model is unavailable, an approved replacement may be:

A materially different replacement will not be imposed without the customer's agreement.

22. Repairs

An approved warranty repair may include:

Only manufacturer-authorised or LetsGoSolar-approved technicians should perform warranty repairs.

After repair, the product may be tested before return.

The repair does not create a new two-year warranty unless expressly confirmed by the manufacturer. The original warranty balance and any legally required repair guarantee will continue to apply.

23. Replacements

A replacement may be approved where:

The customer must return the original product and all requested items before a replacement is released, unless LetsGoSolar confirms otherwise.

A replacement product may be new or otherwise supplied in the condition permitted by law and clearly disclosed to the customer. A used or refurbished replacement will not be substituted without disclosure.

24. Response and Resolution Timelines

LetsGoSolar will handle claims without unreasonable delay and will provide updates where a material decision remains outstanding.

24.1 Acknowledgment

LetsGoSolar will acknowledge a complete warranty or aftersales report without unreasonable delay.

24.2 Preliminary review

After receiving sufficient information, LetsGoSolar will review the initial evidence and provide appropriate troubleshooting, collection or inspection instructions as soon as reasonably practicable.

24.3 Inspection

After the product reaches the authorised inspection location, an initial diagnosis will be communicated as soon as reasonably practicable.

Complex faults, manufacturer escalation, unavailable parts or further testing may require additional time.

24.4 Repair or replacement

Once warranty coverage and the appropriate remedy have been confirmed, LetsGoSolar will coordinate the approved repair or replacement without unreasonable delay.

Timing depends on the nature of the fault, parts availability, manufacturer approval, product availability, logistics and applicable law.

Where resolution takes longer than reasonably expected, LetsGoSolar will provide an update and, where possible, a revised estimate.

Where a claim is confirmed as an eligible manufacturer warranty claim, LetsGoSolar will forward that claim to the manufacturer within 7 days of confirming eligibility, and will confirm to the customer once it has been submitted.

24.5 Urgent safety issues

A report involving swelling, smoke, burning smell, severe overheating, exposed wiring or another serious safety concern will be prioritised.

The customer should immediately stop using and charging the product where it is safe to do so and keep it away from flammable materials.

25. Transportation Responsibility

25.1 Confirmed DOA, delivery damage or covered defect

Where a claim is confirmed as:

LetsGoSolar or the manufacturer will bear reasonable authorised transportation costs required to assess and provide the approved remedy.

25.2 Claims under investigation

LetsGoSolar will provide the applicable collection, drop-off or shipping instructions.

Depending on the location and circumstances, we may:

The customer should not incur transportation costs expecting reimbursement without first obtaining approval, except where an urgent safety situation makes prior approval unreasonable.

25.3 Excluded or non-defective products

Where diagnosis reasonably establishes that:

the customer may be responsible for reasonable return, redelivery or diagnostic costs.

No such charge will be imposed without first explaining the diagnosis and applicable amount.

26. Eligible Returns

A product may be eligible for return where:

A product should be returned with:

The absence of original packaging will not automatically defeat a valid defective-product claim, although the customer must package the item safely for transportation.

27. Change-of-Mind Returns

LetsGoSolar does not ordinarily accept returns solely because:

This does not restrict any cancellation, return or refund right that cannot lawfully be excluded.

Where LetsGoSolar voluntarily agrees to accept a change-of-mind return as an exception, the conditions will be confirmed in writing before the product is returned.

28. Refund Eligibility

A refund may be approved where:

A refund is not ordinarily available merely because the customer prefers cash after an effective repair or replacement has been offered, except where the customer is legally entitled to select a refund.

The amount refunded will include amounts required by applicable law. Deductions will not be made for a defect, incorrect delivery or delivery damage for which the customer was not responsible.

29. Refund Processing Time

After a refund has been approved and all reasonably required return and verification steps have been completed, LetsGoSolar will initiate the refund within 7 working days of completing verification.

Refunds will ordinarily be made:

The customer may be required to provide reasonable account verification where the original payment route cannot receive the refund.

After LetsGoSolar or Paystack initiates the refund, the time required for the funds to appear may depend on:

LetsGoSolar will provide available transaction or refund-reference information where further tracing is required.

30. Unsafe Products and Product Recalls

The customer should immediately stop using a product that:

Where safe, disconnect the product from charging and connected appliances.

Contact LetsGoSolar immediately and do not attempt to open, puncture, burn or dispose of the product through ordinary household waste.

Where a manufacturer or competent authority issues a safety recall or corrective notice, LetsGoSolar may contact affected customers and provide the applicable instructions.

31. Customer Responsibilities During a Claim

The customer must:

Fraudulent, altered or deliberately misleading claims may be refused and may be reported where appropriate.

32. Statutory Consumer Rights

The manufacturer's commercial warranty does not replace the customer's statutory rights.

Under the Federal Competition and Consumer Protection Act 2018, consumers are entitled to goods that meet applicable standards of quality, safety, durability and fitness. Qualifying defective goods may give rise to repair, replacement or refund remedies, including the right to return qualifying defective goods within three months after delivery as provided by law.

A manufacturer's refusal under its commercial warranty does not automatically determine whether the customer has a separate legal remedy against LetsGoSolar as the seller.

Any term in this Policy that conflicts with a mandatory consumer right will be applied only to the extent permitted by law.

33. Complaints and Escalation

A customer who is dissatisfied with the handling of a claim should email:

hello@letsgosolar.co

Use the subject:

Warranty Complaint – [Claim or Order Number]

Include:

LetsGoSolar will review the complaint separately from the initial claim where reasonably practicable.

Customers may also submit a complaint to the Federal Competition and Consumer Protection Commission or pursue another remedy available under Nigerian law.

34. Contact Details

Warranty, DOA, missing-item, delivery-damage and aftersales requests should be sent to:

LETSGOSOLAR LIMITED
Trading as LetsGoSolar

Registered business address:
6, Emmanuel Folorunsho Street
Badore, Ajah
Lagos, Nigeria

Email: hello@letsgosolar.co

WhatsApp: +234 901 325 5928

Website: letsgosolar.co

When contacting us, include the order number and the telephone number used during checkout.

35. Changes to This Policy

LetsGoSolar may update this Policy to reflect:

The updated Policy will be published on this page with a revised effective date.

The policy and manufacturer warranty terms in effect when the product was purchased will ordinarily govern the commercial warranty, except where: